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Direct Inward Dialing

Being in business means that you will probably have to talk to specific people within different companies from time to time. However, in many cases, you won’t be able to reach them directly – instead, you’ll have to contact the receptionist, who then will direct your call to the right person.

While it might be fine the first couple of times, at some point you might start getting frustrated and wondering why it is the way it is. The same happens with customers, who have to wait in long lines to get assistance. If you don’t want to make your customers feel neglected as it can happen when they can’t get the help they need within a reasonable time frame, you should consider investing in a Direct Inward Dialing service.

Below, you can find all the necessary information about Direct Inward Dialing, including what it is, how it works, and why your company needs it.

What Is Direct Inward Dialing (DID)?

Direct Inward Dialing (DID) is a service usually offered by a local phone company or a local exchange carrier that allows companies to set up several virtual numbers, all connected to the already existing phone lines. Thanks to a Direct Inward Dialing service, a company can assign multiple numbers to the same employee without the need to have a digital or physical line for each of them.

How Does Direct Inward Dialing Work

how does direct inward dialing work

DID can work in one of two ways – through a Public Switched Telephone Network (PSTN) or a VoIP system.


In the first case, which is through PSTN, Direct Inward Dialing works by using the company’s Private Branch Exchange (PBX).

When using PBX, the Direct Inward Dialing provider allocates trunk lines to the customer’s PBX system. Then, they allocate several telephone numbers to those trunk lines. The numbers are assigned to customers and act as their direct-dial numbers. When people make inbound calls, the dialing number is transmitted and PBX routes it to the right phone number and therefore the right person.

Many companies that use this method, combine DID with Direct Outward Dialing (DOD), which works in a very similar way, the main difference being that it concerns the outbound calls.

Some telephone companies these days offer Direct Inward Dialing through PRI circuits. And while it is a nice solution, it has one major disadvantage – you have to have enough trunk lines. If you don’t, and all the trunk lines you have have active inbound calls, the next person that calls will hear a busy signal and will have to wait until one line becomes available.

DID and VoIP

When it comes to DID and VoIP users, it is even easier to use and manage, mainly due to the SIP trunking. The trunk lines connections are not actual physical lines – instead, they are virtual, and the phone numbers are linked to all the extensions your business uses via software.

This solution is a lot more convenient than using PSTN, as you don’t have to rely on a telephone company to take care of the hardware installation.

Real Business Use Cases of Direct Inward Dialing

Direct Inward Dialing (DID) is commonly used by businesses in various scenarios to improve communication and enhance call management. Some real-world use cases of DID include:

Lead Generation Tracking: Sales teams often utilize dedicated DIDs for lead-generation campaigns. This allows them to track the performance of specific numbers and promotions, enabling better analysis and measurement of campaign effectiveness.

Efficient Customer Service: Customer service departments can set up DIDs for different purposes like billing questions, technical support, or general inquiries. By having dedicated numbers, calls can be routed more efficiently to the appropriate team or agent, resulting in quicker and more effective customer service.

Marketing Campaigns: Marketing teams make use of unique and temporary DIDs for specific advertising campaigns or events. Assigning a specific DID helps them gauge response rates accurately and assess the success of their marketing initiatives.

Multiple Location Integration: Organizations with multiple locations can set up a DID for each location. This facilitates seamless transfers between branches and ensures smooth internal communication within the organization.

Government Agency Efficiency: Government agencies may employ DIDs to direct calls to the appropriate departments or personnel more efficiently. This streamlines communication and enhances responsiveness when dealing with public inquiries or services.

DIrect inward dialing for business

How to Configure DID in Yeastar PBX System

Configure inbound routes on Yeastar PBX System to route inbound calls based on DID numbers is easy and you won’t pay extra for this feature, whether you opt for the cloud, hardware, or software solution with Yeastar! Check out the video and links below for a step-by-step guide.

Why Your Company Needs DID

Reduced Costs

The first benefit of Direct Inward Dialing are the cost savings. With a physical line, there's quite a bit of money involved, as you have to pay for the hardware (e.g. phones), the installation, the maintenance and so on - with DID, you don't have to worry about any of that, as it can be connected to what you already have. What's more, it also saves you a considerable amount of money on international calls.

Increased Flexibility

If you're an employer who is still using a physical line, you might be worried about onboarding new employees, especially those who live abroad. Well, with DID you don't have to, as it is possible to add virtual direct numbers to your employee's cell or phone line.

Better Customer Service

Thanks to a DID system, you can improve the quality of the service offered to the customers - especially since waiting in a telephone queue to connect to an employee can be extremely frustrating on both ends. With DID, you can offer your customers individual phone numbers to specific employees, minimizing telephony traffic and ensuring they feel cared for.

Better Communication Between You Teams

Your teams and employees can efficiently contact each other even if they are located in different countries or cities - they won't have to wait until someone else finishes a call (for example if there's only one main phone for the department's use) and instead will be able to reach the needed person directly.

Local Presence

Some customers prefer businesses that are present in their areas. With DID telephone numbers you can make it seem as if you are a part of the local community, even if your business does not have a physical location in that city or town. What's more, having multiple local presences can increase your chances of conducting business.

call routing-FQA

Direct Inward Dialing(DID) - FAQ

What is a DID number?

A DID number, also known as a Direct Inward Dialing number or virtual number, is a telephone number that allows incoming calls to be routed directly to individual extensions within a private branch exchange (PBX) system.

Unlike traditional phone numbers that are associated with a specific physical line, a DID number enables businesses to assign unique numbers to different employees or departments, enhancing call management and improving customer experience.

DID numbers are commonly used in business communication systems to streamline incoming calls and facilitate efficient call routing.

What types of DID numbers there are?

DID offers a significant benefit by enabling direct external connectivity to employees and departments via a single shared telephone line. There are several different types of DID numbers, such as local, international, or toll-free numbers. Which ones will be the one for you depends on your business needs.

Local DIDs: These are phone numbers associated with specific geographic regions or cities. They allow businesses to establish a local presence and receive calls from customers in those areas.

Toll-Free DIDs: Toll-free DID numbers are numbers that customers can call without incurring any charges. These numbers typically start with prefixes such as 800, 888, 877, or 866 and are commonly used for customer support or sales hotlines.

International DIDs: International DID numbers are phone numbers assigned to specific countries or regions outside of the business's home country. They enable businesses to establish a local presence in different countries and receive calls from international customers.

Vanity DIDs: Vanity DIDs are customized phone numbers that spell out a word or phrase using alphanumeric characters. For example, a business might choose a vanity DID like 1-800-FLOWERS to make their number more memorable and brandable.

Mobile DIDs: Mobile DIDs are phone numbers associated with mobile devices. They are often used by businesses that require mobility or want to have a dedicated mobile line for customer communication.

Can I add and remove DID numbers?

Yes, you can add and remove DID numbers based on your needs.

As a user or administrator of a phone system or service provider, you typically have the flexibility to manage your DID numbers. Adding a new DID number involves acquiring it from your service provider and configuring it to route calls to the desired destination.

Similarly, when you no longer require a specific DID number, you can request its removal or cancellation. The ability to add and remove DID numbers provides businesses with scalability and adaptability in managing their communication infrastructure.

Can I have multiple DID numbers?

Yes, you can have multiple DID numbers.

In fact, having multiple DID numbers is a common practice for businesses and organizations that require separate phone numbers for different purposes. Each DID number can be associated with a specific department, employee, geographic location, or function within your organization. Having multiple DID numbers allows for better call management, routing, and customization based on your business needs. It also enables you to establish a local presence in different regions or countries if desired.

What is the difference between DID number and a traditional telephone number?

The main difference between a DID number and a traditional telephone number lies in the way calls are routed and managed.

A traditional telephone number is typically associated with a physical phone line, which means that incoming calls are directed to a specific location or device. These numbers are often limited to one-to-one correspondence, where each number is connected to a single telephone line.

On the other hand, a DID number, which stands for Direct Inward Dialing, allows incoming calls to be routed directly to individual extensions or devices within a private branch exchange (PBX) system. This means that multiple extensions or devices can share a single DID number, enabling more efficient call routing and management. Businesses can assign unique extensions or departmental numbers to different individuals or teams, enhancing communication and customer service.

DID numbers offer greater flexibility and scalability compared to traditional telephone numbers. They enable businesses to streamline incoming calls, customize call routing, and manage communications more effectively.

Flexible Deployment Options: Cloud-based or On-premises

Available in the Appliance, Software, and Cloud Edition, Yeastar provides flexible deployment options,
allowing you to have your PBX system sited on-premises or in the cloud.

Appliance Edition

If you prefer a plug-and-play system deployed within your company to ensure complete control, the Appliance Edition is the perfect fit.

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Cloud Edition

Want to eliminate the workload of hardware installation while having your phone system up & running immediately? This is the option for you.

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Software Edition

You make the call whether to install the PBX system on a hardware server, a virtual machine, or even in the cloud.

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